Aurora Residential terms and conditions

Last updated: 3 September 2025
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These Terms and Conditions govern the supply of the Aurora Residential Energy-as-a-Service offering by Lumia Energy (Zambia) Limited (“Lumia”, “we”, “us”) to the subscribing customer (“you”, “your”) at the residential premises identified during application and survey. By submitting an application, accepting an order, ticking an on-site or online consent box, permitting installation, using energy supplied by the system, or paying any invoice, you acknowledge that you have read and agree to be bound by these Terms as they may be amended from time to time in accordance with the amendment paragraph below, and you confirm that you are the owner of the premises or an authorised tenant with the owner’s written consent and that the information you have provided is accurate, complete and not misleading. The service is an operated subscription for design, installation, ownership, operation, smart metering and maintenance of a solar (and where selected, storage) system at your premises; you purchase a service, not equipment, and no sale of electricity by Lumia as a public utility is intended or given.

The system comprising solar modules, mounting structures, inverters, protection devices, communications, wiring, metering and any optional battery (together, the “Equipment”) is and remains the personal movable property of Lumia at all times during the term and does not become a fixture; title does not pass to you by effluxion of time or by payment of fees. You receive only a limited licence to use the energy service within the capacity, circuits and operating window defined in the final design and commissioning documentation. We may label the Equipment and register or otherwise record our ownership and rights with utilities, distributors and any relevant property or asset register. You must not sell, pledge, encumber, move, conceal, modify or tamper with the Equipment, break seals, interfere with communications or metering, or connect unapproved loads or devices; evidence of tamper or bypass constitutes a material breach permitting immediate suspension and investigation and obliges you to pay reasonable call-out, inspection, remediation and loss recovery costs in addition to any other remedies we may have at law or under these Terms.

Service is subject to eligibility, creditworthiness and site suitability. You authorise us and our service providers to perform identity, address, ownership/tenancy, KYC/AML checks and a proportionate credit and affordability assessment using information you provide, information available to us lawfully from utilities and third parties, and information obtained from credit reference bureaux or similar agencies where permitted by law. We use an internal risk rating and affordability framework to determine eligibility and may decline an application, request additional documentation, require a commissioning fee, a refundable equipment protection deposit, a guarantor, prepayment arrangements, a minimum monthly service charge, or an insurance endorsement naming Lumia as loss payee for the Equipment. We may re-rate your account at reasonable intervals or following missed payments or material changes at the premises and may adjust security, deposit, minimum charge or payment terms to protect service continuity and the economic viability of the installation. Where lawful, we may report serious defaults to appropriate registers.

Installation, access and safety are critical to performance and compliance. You grant safe access to the premises to our employees and vetted contractors during normal working hours for survey, installation, commissioning, inspections, maintenance, meter reading, repairs, upgrades, de-energisation and removal, and at any time for emergencies or safety incidents. You will ensure safe working conditions, clearance of work areas, structural soundness of roofs or mounting surfaces, absence of hazardous materials, and compliance of existing wiring and protection with applicable codes; any remedial works to bring the premises to a safe and compliant condition are your responsibility unless expressly included in our written order. We obtain and manage the technical permits, notifications and utility consents related to the Equipment; you will cooperate promptly with signatures, ownership or landlord confirmations and access arrangements. We will make good penetrations and fixings undertaken by us to a weatherproof standard upon removal; cosmetic finishes, reinstatement of redundant cabling, like-for-like tiles and pre-existing defects are excluded unless expressly agreed in writing.

Commercial terms are tenure-based. You select a subscription term of three, five or ten years, with a corresponding export credit on export revenue actually received for your system in the relevant billing period of 9% for a three-year term, 12% for a five-year term, or 15% for a ten-year term; the credit appears as a line item on your monthly statement, offsets amounts due, may roll forward for up to twelve months and is not payable in cash unless we agree or the law requires. Export is contingent upon utility interconnection, acceptance, settlement rules, curtailment and grid conditions; we do not guarantee that export is possible in every hour or month and we are not liable for foregone exports caused by utility policy, disconnections, curtailment, outages or poor power quality. The subscription comprises a monthly service fee and, where selected, a battery rental fee, together with any minimum monthly service charge stated in your order to protect system economics where usage is below the design baseline. A one-time commissioning fee covering installation, metering and activation applies and may, if indicated in your order and subject to approval, be spread over up to twelve months; missed instalments accelerate the balance. All charges are exclusive of taxes, levies, duties and regulatory fees, which are payable by you at the prevailing rates and may be passed through on your invoice; where indicated, certain charges may be indexed annually by a published consumer price index or as otherwise allowed under change-in-law.

Billing is monthly in arrears based on metered data and the commercial model set out in your order; payment is due upon receipt by mobile money, card or bank transfer using the channels we support. Late or returned payments may attract reasonable late fees and interest up to the lawful maximum, and persistent delinquency may result in service suspension, reduction of export credits during suspension, and disconnection. Non-payment exceeding thirty days is a material breach entitling us to terminate, de-energise and retrieve the Equipment and to recover our reasonable removal and debt recovery costs. If you dispute an invoice, you must notify us in writing within fifteen days of the invoice date; we will investigate and, where necessary, test a meter for accuracy against the applicable standard. If a meter is found to be out of tolerance, we will repair or replace it and adjust affected bills up to three months retrospectively; if the meter is within tolerance, you will bear the reasonable cost of the test visit.

Service levels reflect an operated service with remote telemetry. We target 99.5% monthly availability of the Equipment to supply the agreed essential or connected loads in accordance with the design, measured by telemetry and logs and excluding time lost due to utility outages, curtailment, poor grid quality, force majeure, your actions or omissions (including access denial), scheduled maintenance notified reasonably in advance, third-party damage and non-essential circuits that are not designed to be backed up. If we fail to meet the target availability in a billing month after applying exclusions, you receive a service credit of 5% of that month’s fixed service fee for each full one percentage point shortfall below the target, capped at 25% of that month’s fixed service fee; variable per-kWh charges, if any, are not credited. Service credits are your sole and exclusive remedy for availability shortfalls.

Batteries, if selected, are operated for household storage and continuity and must be housed and ventilated to the manufacturer’s specifications; we may throttle, isolate or disconnect a battery or other components to preserve safety, protect equipment, avoid damage or comply with grid constraints. You must not use the Equipment to charge or export to third-party premises or microgrids or to provide commercial services without our written consent. We may at our discretion aggregate telemetry, coordinate charging and export timing and operate systems in fleet mode to improve reliability, economics and grid friendliness; any fleet-level or ancillary services revenues accrue to Lumia unless we expressly agree otherwise in your order.

Risk allocation reflects operated infrastructure. We warrant that services will be delivered with reasonable skill and care and that the Equipment will be installed to applicable codes and manufacturer standards; we do not guarantee a specific energy yield or savings because output depends on weather, seasons, shading, grid quality and your consumption. To the fullest extent permitted by law, we exclude liability for indirect, special or consequential damage, loss of profit, business, contract or goodwill, and we cap our aggregate liability in any twelve-month period at the total service fees you paid in that period, except for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, and any other liability that cannot lawfully be limited. You indemnify us against losses and third-party claims arising from your breach of these Terms, tampering, unlawful use, unsafe wiring or failure to provide a safe and secure environment for works and operation.

Insurance and equipment protection are required to protect system economics, particularly on shorter tenures. We insure the Equipment under our policy for standard risks, and we may require, particularly for a three-year term, a refundable equipment protection deposit, a monthly protection charge, or an insurance endorsement on your household policy naming Lumia as loss payee for theft or accidental damage to the Equipment; the specific protection mechanism, if required, will be stated in your order. Theft or damage occurring in circumstances where reasonable premises security was not maintained may be charged to you to the extent not covered by insurance, subject to applicable law. At the end of the term or upon lawful termination, any refundable deposit will be reconciled against unpaid sums, damage beyond fair wear and tear and reasonable removal costs; any balance will be returned within a reasonable period after removal and account settlement.

End-of-term, you may renew, upgrade to a newer configuration, or request a buy-out; there is no automatic transfer of title at the end of any term. Any buy-out is at a fair-market value reflecting age, condition and remaining useful life and payable together with any arrears; title transfers only upon our written confirmation of receipt in full. If you do not buy out or renew, you must provide access within thirty days of expiry or such other time as we agree to allow de-energisation and removal. You must not remove, relocate or permit relocation of the Equipment without our written consent; if you intend to sell the premises, you must notify us in advance and procure that the purchaser or new tenant assumes the subscription by novation at completion; if they refuse, you may incur an early termination charge as described in your order and in the early termination paragraph below.

Change-in-law, regulatory adjustments and cost pass-throughs are managed fairly. We may review charges and the export credit mechanism annually and may reasonably adjust tariffs, fixed fees, indexation, export credit methodology or other commercial terms to reflect changes in taxes, duties, regulatory levies, utility or market rules, interconnection or settlement requirements, or material input cost movements; we will give you prior written notice of any material change with reasons, and if a change materially disadvantages you, you may terminate for convenience without penalty other than sums accrued and any reasonable removal/make-good costs. Taxes, statutory levies and regulatory or utility fees directly attributable to the Equipment or service may be passed through on your invoice.

Assignment, financing, SPVs and step-in are permitted to support scale and resilience. Without limiting our ownership, we may, without your consent, assign, transfer, novate, charge or otherwise deal with our rights and obligations, including by selling receivables, granting security interests, or transferring or novating contracts and/or Equipment to a financing vehicle, special purpose entity, successor operator or purchaser of our portfolio, provided that your substantive service rights are not materially prejudiced and the assignee assumes our obligations with effect from the transfer date; you agree to execute reasonable novation documents on request and to accept reasonable updated payment instructions. In support of financing and risk management, we may grant step-in or cure rights to secured parties; this does not enlarge your obligations, and your payment obligations continue in favour of the notified payee. You may not assign or transfer your rights or obligations without our prior written consent, which we will not unreasonably withhold where the incoming party meets eligibility and credit criteria.

Early termination is limited to protect system economics. You may terminate at the end of term by giving notice in accordance with the notices paragraph below or for our material breach not cured within a reasonable period after notice, or upon a materially disadvantageous change under the change-in-law paragraph, in which cases you will pay sums accrued to the termination date and, where the termination occurs before the end of term other than for our uncured material breach, you will also pay an early termination charge calculated as the discounted present value at a reasonable discount rate of the remaining fixed fees or, if higher, a tenure-specific minimum set out in your order together with reasonable removal and make-good costs; for three-year terms, the order may specify unrecovered commissioning costs in addition. We may terminate for non-payment exceeding thirty days, persistent access denial, tampering, unlawful use, safety hazards, fraud, or regulatory prohibition, in which cases we may de-energise and remove the Equipment and recover sums due, removal costs and damages permitted by law.

Dispute resolution, governing law and notices are straightforward. These Terms are governed by the laws of the Republic of Zambia and mandatory consumer rights apply where relevant. The parties will first seek to resolve disputes through good-faith discussions between authorised representatives and, failing resolution within thirty days, will refer disputes (other than straightforward debt collection) to confidential mediation and, if unresolved, to confidential arbitration seated in Lusaka before a single arbitrator with appropriate technical and commercial experience; either party may seek urgent injunctive relief to protect safety, security or property. Formal notices must be sent by email to the addresses stated in your order or to such replacement addresses as either party may notify, and will be deemed received upon successful transmission absent an error or bounce; hard-copy notices may also be delivered to the physical addresses in the order. No delay or failure to exercise a right constitutes a waiver; if any provision is held invalid, the remainder continues in force; these Terms, your order and any incorporated documents (including our Privacy Notice and any published service level description) comprise the entire agreement and supersede prior discussions; you have not relied on any statement not expressly set out in the agreement. We may amend these Terms to reflect legal, regulatory or operational changes by giving at least thirty days’ notice; continued use after the effective date constitutes acceptance of the updated Terms.

Your obligations include operating within the designed load limits, promptly notifying us of faults, damage, relocations or material changes, keeping the Equipment areas secure and dry, and maintaining reasonable premises insurance and liability cover; you will not misuse the service, resell energy, or use the Equipment for unlawful or unsafe purposes. We may publish anonymised or aggregated performance and impact statistics (for example, uptime, kWh generated and estimated CO₂-equivalent avoided) for portfolio reporting, investor and stakeholder communications, and sector transparency; we will not publish your personal data without consent except where the law permits. We comply with applicable anti-bribery, anti-corruption, sanctions and export control laws and expect you to do the same; nothing in these Terms requires a party to act unlawfully. Our Privacy Notice explains how we collect and use personal and technical data, including smart-meter and telemetry data, and forms part of these Terms by reference.

For clarity and to support your understanding of what to expect: you do not buy equipment under the service and you do not obtain title by completing a term; export credit bands are fixed at 9% for three years, 12% for five years and 15% for ten years and are applied only to export revenue actually received for your system after utility settlement and net of taxes, fees, wheeling or banking charges; end-of-term you may renew, upgrade or request a buy-out at fair-market value; the service is measured, monitored and maintained with a 99.5% monthly availability target subject to exclusions and a capped credit if we miss the target; installation involves a commissioning fee that may be spread for eligible customers; short tenures may include deposits, minimum charges or insurance endorsements to protect system economics; and we may assign or novate to financing vehicles or successors while keeping your substantive rights intact, which is essential to scale deployments, secure competitive capital and deliver reliable service across our markets in a way that advances both customer value and our long-term electrification objectives.

Force majeure applies to events beyond a party’s reasonable control, including but not limited to natural disasters, extreme weather, epidemics, war, civil disorder, strikes not limited to the party’s workforce, supply chain failures, utility outages, curtailment and acts of government; affected obligations are suspended for the duration of the event and resume when the event ends; amounts accrued remain payable and each party will use reasonable efforts to mitigate. Nothing in these Terms excludes or limits rights you have that cannot lawfully be excluded, and if you are a consumer under applicable law, these Terms apply to the extent consistent with those consumer protections.

By applying for, accepting or continuing the service, you confirm you have the authority to enter into this agreement, that you will ensure that successors in title or new tenants assume the agreement on a sale or letting of the premises, and that you consent to reasonable checks, monitoring and operational controls necessary to deliver a safe, reliable and economically sustainable operated service.